Player Protection Officer

About this role

At the UK Tote Group, creating a safe, responsible, and enjoyable betting environment for our customers is at the heart of everything we do. We're looking for a compassionate and detail-oriented Player Protection Officer to join our Customer Operations team and help ensure our customers can enjoy our products in a safe and sustainable way.

This is a rewarding opportunity for someone who is passionate about customer wellbeing, responsible gambling, and regulatory compliance. Working closely with the Player Protection Manager and colleagues across the business, you'll play a vital role in identifying and supporting customers who may be at risk of gambling-related harm, while helping the business maintain the highest standards of regulatory compliance and customer care.

What You'll Be Doing

As a Player Protection Officer, you'll play a key role in delivering our Player Protection strategy by proactively monitoring customer activity and identifying individuals who may require additional support. You'll assess customer profiles, complete affordability assessments, carry out risk profiling, and review customer behaviour to help identify potential indicators of gambling-related harm, ensuring appropriate action is taken in line with company policies and regulatory requirements.

You'll communicate with customers across a range of channels, including phone, live chat, and email, always taking an empathetic, supportive, and professional approach when discussing sensitive issues. You'll also investigate duplicate accounts, maintain accurate customer records, and ensure all decisions and actions are thoroughly documented to support both compliance and customer protection.

Working collaboratively with teams across Compliance, Customer Care, and the wider business, you'll help ensure Player Protection processes are delivered effectively while supporting the resolution of customer complaints relating to safer gambling. You'll contribute towards achieving departmental KPIs and service levels, particularly during busy racing and sporting events when customer activity is at its highest.

As regulations within the online gambling industry continue to evolve, you'll keep your knowledge up to date with Gambling Commission requirements, consumer protection legislation, and data protection regulations. You'll also contribute to the ongoing development of Player Protection processes, supporting technological improvements and new initiatives, including the use of Artificial Intelligence where it enhances both customer outcomes and operational effectiveness.

Who We're Looking For

We're looking for someone who genuinely cares about customer wellbeing and understands the importance of responsible gambling and regulatory compliance. You'll be comfortable making balanced, evidence-based decisions while handling sensitive situations with empathy, professionalism, and discretion.

You'll have excellent attention to detail and strong analytical skills, with the ability to assess customer information, identify potential risks, and maintain accurate records. Strong communication skills are equally important, as you'll regularly engage with customers and collaborate with colleagues across multiple departments to achieve the best possible outcomes.

You'll be organised, resilient, and able to manage competing priorities in a fast-paced environment, particularly during peak sporting events. A collaborative approach, sound judgement, and a commitment to continuous learning will help you succeed in this role as the regulatory landscape continues to evolve.

Experience within customer protection, compliance, responsible gambling, financial crime, fraud prevention, or customer service would be advantageous, although not essential. Most importantly, you'll share our commitment to protecting customers and promoting a safe, fair, and responsible betting environment.

What’s in it for you?

At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes;

• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities

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